... 2012 Banking Canada Australia China Investments Borrowing Ethnic groups National cultures Cross‐cultural studies Ethnic adaptation of services such as banking has come under scrutiny since such adaptations could trigger additional costs in an industry already shaken...

..., and nomological validity of the SERVQUAL scale. The author concludes that SERVQUAL is a suitable scale for measuring bank services in Canada. © Emerald Group Publishing Limited 2011 Banks Customer services quality Cross‐cultural studies Individual perception Canada Tunisia Perceived service...